You should definitely understand how the tools are being used. 1 way is to use them yourself. But that puts a lot of bias on your view of it and you can end u

You should definitely understand how the tools are being used. 1 way is to use them yourself. But that puts a lot of bias on your view of it and you can end up with something that's really useful to you, but nobody else. (Which is only slightly better than not being useful to anybody.) Asking customers how they use it, and really following along, seems to work better for me... At least, when I can get them to answer my questions, instead of the questions they think I'm asking. Still trying to figure that one out.